Navan Premier Team Lead

REPORTING TO: OPERATIONS MANAGER

JOB PURPOSE:

The main role of a Team Leader is to support their Team Manager, overseeing a small group of consultants within the larger team. They will have the shared responsibility to ensure that the growth ambition of Navan Premier is met, whilst retaining a high degree of service focus and team spirit. Team Leaders also support their team in an Operational capacity as well as managing their own client portfolio.

 

PRINCINPLE RESPOSIBILITIES:

Leading People

• Monitor staff performance within your allocated team (in line with the Team Manager), with a view to providing direction, training, coaching and motivation to deliver agreed targets
• Provide on the job advice, guidance and support to the allocated team daily and liaise with Team Manager as appropriate
• Support in New Starter inductions as directed by the Team Manager
• Support, organise and/or be available to host monthly team meetings in the Team Manager’s absence
• To become point of contact within your team for the Heads of Operations
• Ensure workload is balanced equally amongst team members and work in conjunction with the Team Manager
• Create a harmonious and fair working environment
• Encourage and reinforce team work ethic
• Always leading by example
• Highlight any employee performance concerns, escalating to the Team Manager
• Demonstrate Navan Premier “Duty of care” to staff
• Instigate work handovers prior to absence
• Create a knowledge sharing attitude within the team

Operational expectation

• Manage your own full client portfolio to the highest Navan Premier standard, demonstrating extraordinary customer service to your team
• Pro-actively build meaningful and long-lasting relationships both internally and externally
• Always exceed client’s expectation
• Identify and implement opportunity to add value to each booking
• Utilise detailed understanding of the client policy to drive compliance whilst maximising opportunity to enhance the traveller experience
• Ability to apply a variety of fare types and ticketing methods, whilst maintaining an up-to-date knowledge of industry innovations (e.g. airline direct connect)
• Working with IFD to proactively identify cross market and local inventory differences
• Procure the best hotel rates for clients utilising GDS and non GDS channels
• Monitor all bookings for further saving opportunities up until completion of the trip
• To be proficient in all Navan Premier Technology and to ensure knowledge is shared and maintained amongst the team
• To be responsible for the delivery of UK rail reservations and to advise clients on best practice utilising Navan Premier technology.
• To oversee the client experience by utilising mixed mode booking tools and to provide 1^st line product support for both platform and off-platform bookings
• Demonstrate proactive thinking when providing travel solutions
• Able to provide cost effective solutions across all aspects of travel
• To comply with the client policies and guidelines at all times
• Achieve SLAs for all accounts
• Assist with Navan Premier demos as appropriate
• Assist sales team attending prospect client meetings and benchmarking exercises
• Regular interaction with overseas colleagues
• Apply Quality Control procedures and processes in line with company requirements

Client liaison

• Encourage new client referrals
• Regularly monitor and identify any client processes and procedures impacting productivity within the team, reporting back to the Team Manager
• To identify and escalate client feedback for the team in conjunction with the Team Manager

Company Initiatives

• Maximise commercial income
• Work with Team Manager to identify areas of capacity within your area of remit
• Work with Team Manager to support all income business objectives
• Encourage compliance of company policies and procedures
• Assist and support business with internal and external audits
• Develop and support working efficiencies
• Always fully support critical business continuity plan
• Support Out of Hours and IMU teams

Competencies, Knowledge and Experience

• Excellent interpersonal skills
• Deliver on personal agreed targets and objectives
• Ability to motivate and provide direction to individuals and team to achieve agreed targets
• Demonstrate ability to make effective use of resources available to complete tasks to agreed deadlines
• Sound knowledge of industry
• Knowledge of company policies, procedures, ethics, values and vision
• To embrace new responsibilities and initiatives
• Excellent planning and organisational skills
• Solid commercial acumen
• Ability to always remain objective   
• Effective listening skills
• Good at problem solving and solutions-based thinking
• Promotes a collaborative team working environment
• Instils a no blame culture
• Ability to multi-task
• Ability to communicate professionally and effectively at all levels